Director, Service & Operations, UKI Studio+ (x-Sector)
EY · London
At EY, we’re all in to shape your future with confidence.
We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
Director, Service & Operations, UKI Studio+
At EY, we’re all in to shape your future with confidence. Join EY and help build a better working world.
About EY Studio+
Growth comes from solving problems that matter for people, customers, patients, employees, and society at large. At EY Studio+ UK, we are building a better working world, by putting the human first.
Our work is rooted in the way people make decisions, it's helps us to help businesses make better choices and solve the most pressing problems. We work with organisations to create the platforms, products and services for tomorrow; making the world an easier, more enjoyable and sustainable place to live and work.
We don't yet have all the answers, because that'd be boring. We do have some of the best minds in the business and we are comfortable navigating complexity every day.
The Opportunity
As a Director in the Service & Operations Practice at EY Studio+ UK, you will play a pivotal leadership role in shaping, delivering, and scaling service innovation and operational transformation for some of the UK's most complex organisations.
You will lead multidisciplinary teams, take ownership of large, high value programmes, influence senior client stakeholders, and act as a visible ambassador for EY Studio+ in the market.
This is a role for someone who combines strategic clarity with hands on ability — someone who can inspire clients, challenge assumptions, and drive delivery from vision through to implementation.
Who You Are
You will exhibit all core traits required of Studio+ practitioners — curiosity, user centredness, visual and iterative ways of working, and comfort operating within complexity — but at a level where you influence others, set standards, and role model best practice.
In addition, at the Director level, you will:
- Operate confidently with Partner and C-suite stakeholders, shaping enterprise-level decisions with external and internal insights, to enable strategic positioning of EY Studio+ with clients and partners
- Bring a clear and differentiated point of view on customer experience transformation, platform-enabled service delivery, and operating model design at scale
- Define and influence product and transformation strategy, working with operational and technology teams to prioritise opportunities and shape roadmaps
- Be accountable for multiple programmes, portfolios and senior stakeholders, ensuring delivery quality, client outcomes and commercial performance
- Actively drive practice growth and proposition development, identifying and converting market opportunities
- Have extensive experience working within the utilities sector
- Confidently operate at the intersection of business, product and engineering, enabling delivery of complex digital and platform capabilities
Key Responsibilities (Director Level)
- Client Leadership & Delivery
- Lead and oversee large, complex, multi-workstream customer service transformation programmes, ensuring alignment to client outcomes and EY quality standards.
- Own senior client relationships, shaping transformation agendas and building long-term strategic partnerships
- Set direction for product-enabled and platform-aligned delivery, ensuring solutions are scalable, integrated and future-ready
- Oversee delivery teams, ensuring progress, risk management, and stakeholder communication across multiple levels.
- Ensure work is implementable, scalable, and commercially viable — not theoretical.
Team Leadership & People Development
- Build, lead and inspire high performing multidisciplinary teams, providing coaching, direction, and stretch opportunities.
- Act as a senior leader and role model across the practice, setting standards for delivery, collaboration and innovation
- Provide coaching, sponsorship and stretch opportunities for senior team members, building leadership capability and succession pipelines
- Shape team structures and resourcing across engagements, ensuring optimal deployment of skills to deliver client impact
- Create a culture that connects business, operational and technology perspectives, enabling integrated problem-solving at scale
Practice & Proposition Growth
- Own and evolve EY Studio+’s customer service and platform-enabled transformation propositions, particularly across journey transformation, data and digital platforms
- Lead go-to-market activity and originate opportunities, driving pipeline growth and converting strategic deals
- Build and maintain senior client and market relationships, positioning EY Studio+ as a trusted transformation partner
- Build market presence by speaking at events, publishing thought leadership, and cultivating external networks.
- Own commercial management of large programmes (£500k–£2m+), ensuring profitability, scope control, and client value.
- Identify emerging trends across sectors, technology, service innovation, and human centred design, and translate them into opportunity areas for clients and EY.
- Contribute to forecasting, budgeting, and pipeline planning for the Service & Operations practice.
- Drive operational excellence by advancing consistent ways of working, quality standards, and delivery frameworks across the team.
Skills & Attributes for Success
- Exceptional ability to engage, influence and challenge senior stakeholders, including C-suite audiences.
- Deep understanding of data, analytics and how to apply them to drive strategic and operational outcomes
- Ability to simplify complexity and design clear pathways from insight to action and implementation, including business process management and requirements gathering
- Proven expertise and leadership in service design, operating model design, business analysis, customer insight, and transformation delivery.
- Commercially astute, able to balance growth, delivery quality and financial performance
- Entrepreneurial mindset with a focus on growth, innovation, and long term impact for clients and the practice.
- Comfortable operating in technology-enabled environments, with working knowledge of relevant tools and delivery ecosystems
- Knowledge of one or more of the following languages and tools is a bonus: SQL, HTML, RML, Django, Liquid, GraphQL, Asana, Jira, MIRO, Datagrib, Databricks, Github, Datadog, Sentry
To Qualify for the Role, You Should Be Able To:
- Demonstrate a track record delivering customer service and/or operational transformation in complex environments, including a focus on customer experience and journey mapping
- Demonstrate a track record leading large teams (6–30+), with experience in agile delivery and product management
- Evidence strong commercial track record, including contributing to or leading revenue growth and winning work
- Extensive evidence successful delivery of service transformation projects in complex environments (e.g., utilities, government).
- Extensive evidence working with or alongside technology, product or engineering teams to support delivery
- Show deep understanding to regulated industries (e.g. utilities)
- Present a strong portfolio of customer centred work, including operating models, data driven insights, and implementation plans.
- Bring extensive experience influencing and engaging C suite stakeholders.
- Evidence experience owning and growing senior client relationships and accounts
- Shaping value propositions for clients to purchase Consulting services to enable greater performance across people, process and technology
- Technical program lead:
- Technical Lead / Delivery Experience in CRM / Billing Platforms
- Energy Retail experience
- 10+ years in consulting or large tech company (e.g. Salesforce, Microsoft, Hubspot)
What working at EY offers
We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:
- Support, coaching and feedback from some of the most engaging colleagues around
- Opportunities to develop new skills and progress your career
- The freedom and flexibility to handle your role in a way that’s right for you
About EY
As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Join us in a building a better working world.
EY | Building a better working world
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.